How to Introduce AI Voice Agents Whilst Keeping the Human Touch

Voice automation is evolving quickly, and many contact centres are now exploring how AI-powered voice agents can help manage demand, improve availability, and reduce pressure on live agents. But introducing this technology raises important questions around customer trust, experience quality, and where human support should remain essential. In this webinar, we look at how contact centres can introduce AI voice agents in a way that enhances service rather than detracts from it. We’ll explore where voice agents work best, how to design handovers that feel natural, and how to ensure automation supports (rather than replaces) the human skills that matter most to customers. Attendees will gain a clearer understanding of how to deploy AI voice agents responsibly, with a focus on maintaining empathy, clarity, and customer confidence throughout the journey. Panelists: - Martin Hill-Wilson, Brainfood Consulting - Lauren Kiefer, ElevenLabs - Xander Freeman, Call Centre Helper What to Expect: - Where AI voice agents can add value without compromising the customer experience - How to decide which call types are suitable for voice automation - Designing smooth handovers between voice agents and human advisors - How to maintain trust, empathy, and clarity when using automated voice interactions - Common mistakes to avoid when introducing AI voice agents - Key considerations for rolling out voice automation in a customer-centric way